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IT Support Specialist – Global Service Desk (Work From Home)
Join Amazon’s Global IT Support Team
Are you passionate about technology and eager to provide world-class support? Amazon is seeking a dedicated IT Support Specialist (work from home )to be the first point of contact for technical support service requests from our global workforce.
Role Overview
Work From Home
As an IT Support Specialist, you’ll handle incoming support chats, calls, and online requests from Amazon employees worldwide. Your role is pivotal in ensuring seamless IT operations across the organization.
Key Responsibilities
Work From Home
• Provide comprehensive technical support to Amazon corporate employees globally.
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, and ticketing systems promptly, adhering to team standards.
• Diagnose and troubleshoot end-user computing problems, including analyzing issues, identifying appropriate resources, testing proposed fixes, and following up to ensure resolution.
• Create and submit detailed call logs documenting customer interactions accurately and thoroughly.
• Inform customers of needed repairs and answer basic questions, ensuring customer satisfaction with completed work.
• Follow all standard operating procedures (SOP) through effective use of knowledge management.
• Manage a case count between 15-25 tickets and handle concurrent support conversations.
• Acquire and maintain current knowledge of relevant support policies to provide technically accurate solutions.
• Assist with activities to triage and escalate any system or network outages to reduce downtime.
Basic Qualifications
• Experience supporting Windows, Mac, and/or Linux operating systems in a corporate setting.
• Experience troubleshooting integrated and interdependent computer systems.
• Experience with network troubleshooting and support.
• Experience maintaining Zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals.
Preferred Qualifications
• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry-relevant certifications.
• Experience in a dynamic environment with a high degree of customer service.
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Work Schedule
Candidates must be willing to work on a rotational schedule. This position is remote by design; however, attendance at meetings within the Cape Town office may be required as per business needs.
Why Join Amazon?
At Amazon, we value innovation, customer obsession, and operational excellence. Joining our IT Services Support team means being part of a global community dedicated to solving complex problems and delivering exceptional service.
Application Process
Ready to take the next step in your IT career? Click here to apply and join our team of passionate professionals.
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